The RoleOperational Delivery – Client ResponsibilityEnsuring that claims process outcomes for a defined portfolio of clients meet or exceed expectation through;
1. Monitoring Key Client Outcome performance and taking appropriate action as required, to deliver pre-defined service standards
2. Providing guidance at First Notification of Loss to colleagues responsible for claims processing
3. Quality checking of client / carrier communication from processing colleagues, prior to release by WTW, as appropriate
4. Ad hoc technical & service support to processing colleagues and client
5. Supporting processing colleagues in conjunction with Claims Advocates, to produce accurate and updated renewal information for the Sales team and bespoke reporting / projects for the client as required.
6. Where appropriate, provide input on corrective action required to meet or exceed client expectation
7. Monitoring underwriter / reinsurer / service provider performance and taking appropriate action as required, to deliver pre-defined service standards (including but not limited to Uncorrelated Cash and Bureau debt)
8. Building constructive client and 3rd party relationships, under the guidance of Senior Claims Handler / Claims Manager / Claims Advocate (including but not limited to client / carrier relationship meetings)
9. Understand the client’s business and their requirements (operational and other)
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